Principal CCaaS Solution Architect - Presales

Deep understanding of CCaaS principles, IVR/IVA, routing, speech analytics, WFM, and CX analytics. Knowledge of AI/ML models and generative AI applications in CX. Familiarity with cloud architecture and services (AWS, Azure, GCP). Ability to translate technical concepts into business outcomes. Strong presentation and communication skills. Proven ability to build trust and influence decision-making. 5+ years in CX technologies (Cloud Contact Center, Unified Communications, AI). Pre-sales consulting experience preferred. Certifications in Cloud Contact Center platforms (Genesys, Cisco, NICE, Five9, etc.) required. Cloud or AI certifications (AWS, Microsoft, Google) preferred. Bachelor’s degree in IT or related field preferred; equivalent experience considered.

Lead technical strategy and craft pursuit strategies. Analyze prospect pain points and inform solution design. Create and present tailored demos and vision clips. Position and manage Proofs of Concept (POCs). Develop technical solution documentation, scope definitions, quotes, and SOWs. Ensure seamless handoff to delivery teams. Stay current on CX technologies, IP, and industry trends. Provide competitive intelligence and market feedback. Represent TTEC Digital in client interactions. Build trusted relationships with stakeholders. Contribute to RFP responses and technical discussions. Enhance knowledge of Contact Center & IP Telephony, CRM Platforms, Conversational AI & IVA Platforms, Cloud Services, and Generative AI for CX. Author accurate SOWs. Participate in ongoing education on emerging technologies.